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Twilio is seeking a Staff Escalations Manager (EM 4) to lead and mentor the Escalations Management team within the Support organization. This is a senior individual contributor and team leadership role focused on ensuring customers receive critical support at pivotal moments.
You will serve as the subject matter expert and change agent for the escalations team, responsible for mentoring and coaching team members on performance, soft skills, queue management, and incident management best practices. Key responsibilities include:
- Leadership and mentoring: Guide team members, conduct performance coaching, and develop talent through structured training and documentation
- Onboarding and training: Manage new team member onboarding and create/deliver training sessions
- Process improvement: Identify training and process improvement opportunities; implement solutions to enhance team efficiency and consistency
- Escalation management: Advise on sensitive escalations, identify trends and blockers, and manage queue/incident/case workflows
- Post-mortem analysis: Review technical post-mortems and incident reports, translating complex root causes into executive-ready narratives
- Reporting: Ensure leadership-facing documentation clearly outlines business impact, timeline, and remediation steps
- Project leadership: Work with escalation leadership and cross-functional teams on OKR and project deliverables; drive technical projects for team improvements
- Talent acquisition: Assist in scaling the talent pipeline through interviews and calibrations
- Team engagement: Communicate openly and effectively, sharing updates and disseminating information timely
The role operates Monday-Friday during EMEA hours with approximately 5% travel anticipated for in-person connection with customers and team members.
Requirements:
- 5+ years in client-facing technical support roles, supporting customers, internal teams, and partners
- Experience with industry tools (Tableau, Excel, Jira, Zendesk, etc.) for database searches, custom queries, and report generation
- Consistent track record of exceeding KPIs for individual contributor performance (TTS, SLA, backlog management)
- Enthusiasm for cross-departmental collaboration within Twilio
- Proven track record of empowering team members through coaching, training, documentation, project management, and process improvement
- Advanced time management skills and ability to work under pressure while de-escalating tense customer situations
Desired qualifications:
- 2+ years of experience as TSE4 in Twilio Support
- Experience with follow-the-sun support models and remote/global teams
- Experience implementing Agile methodologies and continuous improvement initiatives
- Experience managing multiple projects and initiatives to success
- Excellent communication and facilitation skills
About Twilio
SaaS / Enterprise Software — authentication and identity infrastructure for developers.
